Analysis on cooperative principle and politeness principle in guest complaining at X hotel in kuta-bali

RETORIKA: Jurnal Ilmu Bahasa, Vol. 2, No.2 Oktober 2016, 399 

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ogy, or 'I assert' to make an assertion. 
The theory of speech acts aims to do jus-
tice to the fact that even though words 
(phrases, sentences) encode information, 
people do more things with words than con-
vey information, and that when people do 
convey information, they often convey 
more than their words encode. Although the 
focus of speech act theory has been on ut-
terances, especially those made in conversa-
tional and other face-to-face situations, the 
phrase 'speech act' should be taken as a ge-
neric term for any sort of language use, oral 
or otherwise. Speech acts, whatever the me-
dium of their performance, fall under the 
broad category of intentional action, with 
which they share certain general features 
(see ACTION). An especially pertinent fea-
ture is that when one acts intentionally, gen-
erally one has a set of nested intentions. For 
instance, having arrived home without one's 
keys, one might push a button with the in-
tention not just of pushing the button but of 
ringing a bell, arousing one's spouse and, 
ultimately, getting into one's house. The 
single bodily movement involved in push-
ing the button comprises a multiplicity of 
actions, each corresponding to a different 
one of the nested intentions. Similarly, 
speech acts are not just acts of producing 
certain sounds. 
Austin identifies three distinct levels of 
action beyond the act of utterance itself. He 
distinguishes the act of saying something, 
what one does in saying it, and what one 
does by saying it, and dubs these the 
Copyright © 2016, RETORIKA: Jurnal Ilmu Bahasa, P-ISSN: 2406-9019, E-ISSN: 2443-0668 
'locutionary', the 'illocutionary' and the 
'perlocutionary' act, respectively. Suppose, 
for example, that a bartender utters the 
words, 'The bar will be closed in five 
minutes,' reported by means of direct quota-
tion. He is thereby performing the locution-
ary act of saying that the bar (i.e., the one 
he is tending) will be closed in five minutes 
(from the time of utterance), and what is 
said is reported by indirect quotation (notice 
that what the bartender is saying, the con-
tent of his locutionary act, is not fully deter-
mined by the words he is using, for they do 
not specify the bar in question or the time of 
the utterance). In saying this, the bartender 
is performing the illocutionary act of in-
forming the patrons of the bar's imminent 
closing and perhaps also the act of urging 
them to order a last drink. Whereas the up-
shot of these illocutionary acts is under-
standing on the part of the audience, perlo-
cutionary acts are performed with the inten-
tion of producing a further effect. The bar-
tender intends to be performing the perlocu-
tionary acts of causing the patrons to be-
lieve that the bar is about to close and of 
getting them to want and to order one last 
drink. He is performing all these speech 
acts, at all three levels, just by uttering cer-
tain words. 
There seems to be a straightforward rela-
tionship in this example between the words 
uttered ('The bar will be closed in five 
minutes'), what is thereby said, and the act 
of informing the patrons that the bar will 
close in five minutes. Less direct is the con-